company's systems and guidelines Archives - Shep Hyken | Customer Service Expert

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If I had a nickel for every time someone told me, “You should call ‘so and so.’ Their customer service is terrible. They could use your help,” I might not be rich, but it would definitely pay for a great vacation or two at a customer-focused resort. Seriously, many people share their customer service horror stories. Most of the time, it is an indifferent or bad attitude from an employee that causes the customer service snafu. However, my friend Victor Cohen recently told me a story that is worth sharing. It wasn’t the attitude of the employee that caused his problem. It was the company’s system and guidelines. (more…)

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